About The Role We’re hiring a Principal Technical Support Engineer to act as a technical authority for our most complex, executive‑visible customer escalations. You’ll be customer‑facing on live escalation bridges and bring the calm, technical credibility that stabilizes situations fast. Important operating model: Our Escalation Managers own customer messaging and stakeholder communications. You partner with them by providing the technical truth, diagnosis, evidence, architecture, risk framing, and next‑best actions, so what gets communicated is accurate and defensible. No Bentley product experience required. If you learn fast, think clearly under pressure, and can troubleshoot modern cloud systems end‑to‑end, we want you. Responsibilities Technical Leadership in Escalations (Customer‑Facing) Act as a senior technical lead during high severity (P1 / Sev1) customer escalations. Join and actively participate in live escalation bridges, providing: Technical diagnosis and direction Clear explanation of system behavior and failure modes Credible technical input to support customer and executive conversations Partner closely with Escalation Managers, who own: Customer and executive messaging Communication cadence Stakeholder alignment while you ensure the technical narrative is accurate, coherent, and defensible. Help stabilize emotionally charged situations by bringing clarity, structure, and technical confidence to live discussions. Deep Technical Diagnostics & Resolution (prove root cause, no guessing, no vibes) Lead complex technical investigations across: Cloud‑hosted and hybrid application architectures Azure‑based infrastructure and services Integrated Bentley products and third‑party APIs Perform advanced diagnostics using: Observability platforms such as Grafana Application and platform logging Wireshark, Fiddler, HAR captures, and packet analysis Apply strong foundational knowledge of: Microsoft Windows (server and client environments) Networking (TCP/IP, DNS, HTTP/S, routing, proxies, VPNs, load balancing) Identity, authentication, and integration patterns Work directly with product, engineering, cloud, and technology teams to: Isolate root causes Validate hypotheses #J-18808-Ljbffr